Zendesk Release Notes

This week's release notes include:

• AI agents - Advanced
• Copilot
• App Marketplace
• Products with no updates this week

AI agents - Advanced

New:

• You can now customize how many consecutive use cases the advanced email AI agent can handle before stopping the automation.
• Escalation blocks have been introduced to advanced email AI agents.
• Introduced a toggle enabling users to view charts in either whole conversation counts or percentage format relative to total conversations.

Fixed:

• Fixed a bug where, if in an action multiple parameters were used in the same field and one of them was missing, the whole field value became undefined.

Copilot

New:

• AI Recommendations are now available across Admin Center. Read more.

Fixed:

• Deprecated the intelligent triage setting “Values in subsequent interactions” in entity detection, due to it not being useful for customers.

App Marketplace

New:

• Attachments from ZenSuite (Support)
  • Easily view, select, and download all ticket attachments. Attachment Manager simplifies handling ticket attachments for Zendesk agents. It automatically organizes and displays all attachments from ticket comments, allowing you to preview, select, and bulk download files — all within the Zendesk sidebar.
• SiteSage AI from SiteSage (Support)
  • AI-powered responses based on your own company data and systems. SiteSage connects directly to your Zendesk workspace to streamline internal support tasks with focused, high-quality AI tools. Built for busy teams, not bots — SiteSage helps your agents move faster, stay consistent, and focus on what actually needs human attention.
• Help Center Health Check from Lotus Themes (Support)(Paid)
  • Know your knowledge base is healthy: Find broken links, broken images, and accessibility issues in your Help Center. Help Center Health Check scans all your Help Center articles for broken links, images, and content issues. Get confidence that your knowledge base is healthy and ready to help customers.
• No Wrong Attachments from Claps, LLC (Support)(Paid)
  • The No Wrong Attachments app provides a simple yet powerful way to prevent attachment errors. This app automatically lists all files attached before sending and requires you to review each one. This helps protect confidential information and prevents data leaks.

Products with no updates this week

• Support
• Mobile
• Chat & messaging
• Voice
• Knowledge
• Analytics
• Admin Center
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

What's new

• Support
• AI agents
• Copilot
• Objects and rules
• Accounts and billing
• Knowledge
• Security and data privacy
• Workforce management
• Messaging

Also don't miss

• Zendesk early access programs
• What's new videos on YouTube

Support

• Agents can now respond to approval requests with comments prior to approving or denying the request. Approval comments ensure all of the context necessary to reach a decision on an approval request is kept together and recorded, making the approval request process more efficient and transparent. See Responding to approval requests as an agent.
• A simple setup wizard for views is available to help Zendesk customers learn how to create custom views. The wizards shows admins how to create three simple views they can use to improve team priorities and workflows. See Zendesk Suite trial: Creating ticket views.
• The Views admin page in Admin Center has been modernized with unified filters, drag-and-drop reordering, a higher column limit, a configurable Status column, and CSV exports that show readable custom statuses. One of the key benefits is that you now order your list of views on a single page; you no longer have to deal with pagination with long lists. See Accessing and using the Views admin page.

AI agents

• (Essential) AI agents can now create AI-generated answers based on external content sources. This lets you leverage the content you've already created outside your Zendesk help center to deliver consistent, high-quality responses to customers in AI agent conversations. These external content sources include:
  • Confluence sites and spaces
  • Web-crawled content from public or authenticated websites
  • Other external records ingested through the Federated Search API
    See Connecting external content sources to an AI agent to power AI-generated answers.
• (Advanced) The navigation experience has been streamlined across all advanced AI agent types (expression-based, zero-training, and agentic AI). This makes it easier for admins to manage different types of AI agents. The following settings pages have moved in the sidebar:
  • Knowledge and Search rules are now available under Content > Knowledge.
  • Instructions and Persona are now available under Content > Personalization. Also note that the Persona page has been split into separate pages for Identity, Tone of voice, and Pronoun formality, representing the tabs that were previously present on the Persona page.
  • Entities are now available under Content. See Navigating the AI agents - Advanced add-on.

Copilot

• When creating a custom intent, you can now add intent categories and sub-categories directly in your account to group and organize custom intents. This makes it easier to reflect your business structure, improve visibility, and manage intents at scale. See Personalizing intelligent triage by creating custom intents.
• For auto assist procedures, you can view how each published version of the procedure performed and restore past versions as needed. Every time you update and publish an auto assist procedure, a new version is saved along with detailed revision tracking and performance metrics. See Viewing published procedure revisions and restoring a previous version.
• The procedures and articles used to generate auto assist suggestions will now be shown as part of the rationale in the composer. This helps you and your agents understand which sources were used by auto assist when generating suggestions. See Using auto assist to solve tickets.
• AI-powered recommendations are now available on a new Recommendations page in Admin Center and in Admin Center Home. You can also filter recommendations by type. See Reviewing and implementing AI recommendations to automate tasks.
• AI Expert coverage is now available for the Copilot add-on. The AI Expert recurring subscription service can help you with ongoing access to expertise, which includes onboarding, AI success planning, and AI expertise via consulting hours. See Announcing AI Expert coverage for the Copilot add-on.

Objects and rules

• Omnichannel routing now recognizes skill priorities for agents. When an agent has a high-priority skill, omnichannel routing searches all queues they receive work from and assigns tickets with the high-priority skill before assigning the agent any other tickets. See Creating agent skills to use for routing.
• You can now create deletion schedules for custom object records, which makes it possible to automatically manage your account storage devoted to the data stored in custom object records. Temporary and outdated records can be deleted automatically after a specified time has elapsed and other user-defined conditions are met. See Creating deletion schedules for custom object records.

Accounts and billing

• Zendesk Launchpad provides you with step-by-step instructions to set up your Zendesk account. Use Launchpad to set up Zendesk basics and to discover new features to try out. Use it as your one-stop location for getting the most out of your Zendesk account. See Using Launchpad to unlock the full potential of Zendesk.
• The account configuration management functionality is now available. You can inspect your production and sandbox environment's configuration, save snapshots of environment configurations, compare configurations between snapshots, and deploy configuration items from one environment to another. See Deploying account configurations from one environment to another.

Knowledge

• You can now use your ticket data and generative AI to create a help center. If you don’t yet have a help center or if your help center is incomplete or out of date, you can quickly create a new one based on your ticket ticket data from the last 30 days, your most common customer issues, and your key business data. See Creating help center content using ticket data and generative AI.

Security and data privacy

• Data masking is available for customers with the Advanced Data Privacy and Protection add-on. Data masking allows you to hide end-user names, phone numbers, and email addresses for agents in custom roles. See About data masking.
• Admins and agents with permission can create attachment deletion schedules. This lets you automatically delete attachments in bulk, helping you manage your data storage and comply with global privacy legislation. See Creating attachment deletion schedules.
• Admins can control whether end users can make authenticated API requests. Zendesk separated end-user API access from team member access so you can control end-user access specifically. See Turning on and off API password access for end users.

Workforce management

• Admins can now bulk replace tasks in the WFM schedule. Easily switch agents’ tasks to different ones in bulk. This can be handy when re-prioritizing workstreams for the day, switching a team’s focus to another channel, or simply replacing a cancelled meeting or event. See replacing tasks in bulk.
• The visibility of agent time off requests has been expanded. The sidebar now displays time off requests for a full year ahead, while maintaining the 30-day view for past requests. See Requesting time off.
• Audit logs in WFM now include workstream events. Workstream actions include creating and editing, adjustments to workstream prioritization, agent assignment and more. See Viewing the WFM audit log for changes.
• The staffing forecast calculation for WFM has been improved. Staffing forecast calculations and results are now rounded to one decimal place. See Understanding required staffing.

Messaging

• You can now add tags to messaging reminders. This update makes it easier to identify and track tickets where reminders were sent, and to build downstream processes that connect messaging reminders with other business workflows. See Sending conversation inactivity reminders to end users.

Original source Report a problem

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Support
• Copilot
• App Marketplace
• Products with no updates this week

Support

New:

• On user and organization profile pages, you can use new filter options to narrow down your ticket lists better. This will allow you to find tickets more easily when the list becomes large and pagination becomes difficult. See Accessing and using the Organization page and Viewing tickets in a Support profile.

Copilot

New:

• Procedures and articles used to generate auto assist suggestions will now be shown as part of the rationale in the composer. This helps you and your agents understand which sources were used by auto assist when generating suggestions. See Using auto assist to solve tickets.

App Marketplace

New:

• Problem & Incident Manager from Integriq (Support)(Paid)
  • Track problems, see missing links to JIRA, and manage your bug process like never before. Complex bug workflows, scattered incidents, broken JIRA links, and messy problem–incident relationships slowing you down? Problem & Incident Manager is built to fix exactly these pain points — and to help teams manage their bug process like never before.
• Call Insights & Summary by Pluno from Pluno (Support)
  • Automatically extract summaries, transcripts, and insights from customer calls. Transcribe conversations, analyze content, and produce concise, easy-to-read summaries of the conversation. Organize information for sales, support, or research teams to save time and make smarter decisions.
• Character Limit and Attachment Restrict from Eclect inc. (Support)(Paid)
  • Regulate public comments based on character count and/or attachments. Displays an alert and prevents sending public comments when the character count in a public reply exceeds the specified limit.
• Field Dependency Filter from André Oliveira (Support)
  • Filters dropdown options by parent field selection in Zendesk tickets. Field Dependency Filter is a Zendesk app that automatically filters dropdown field options in tickets based on parent field selections. This ensures agents only see relevant choices, streamlining ticket creation and reducing errors.
• Tasks for Calendar from Anything, Anywhere (Support)(Paid)
  • Smart calendar scheduling with AI summaries, Google Meet integration, and real-time team task visibility for managers. Tasks for Calendar transforms your Zendesk workflow with intelligent Google Calendar integration, AI-powered scheduling, and comprehensive team task management. Perfect for support teams, managers, and account executives who need to track commitments and manage workload.

Products with no updates this week

• AI agents - Advanced
• Mobile
• Chat & messaging
• Voice
• Knowledge
• Analytics
• Admin Center
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

This week's release notes include:

• Support
• Knowledge
• Analytics
• App Marketplace
• Products with no updates this week

Support

New:

Introducing Deletion schedules on Custom objects, which let admins to delete unwanted custom object records systematically without building complex jobs and API calls.

Knowledge

New:

• You can now use your ticket data and generative AI to create a new help center quickly.

Analytics

New:

• AI agent tickets are now available in analytics. They are reflected in your reports and dashboards starting November 9, 2025. To exclude or analyze them, use the Ticket support type attribute.
• Ticket support type and Assignee name filters were added to the Zendesk Support and Zendesk Messaging prebuilt dashboards.
• Analytics dashboards are no longer embedded in the Support > Reporting page as Zendesk is moving towards a unified navigation, and the legacy prebuilt dashboards are approaching their end of life. To find all reporting dashboards, open Zendesk Analytics from the product tray. See Announcing unified navigation across Zendesk products and Migrating legacy Explore dashboards to the new dashboard builder.
• The Queues prebuilt dashboard was joined with Zendesk Omnichannel: Agent productivity dashboard. The unified dashboard is called Zendesk Omnichannel: Agent productivity and queues.

App Marketplace

New:

• Zendesk Agent for Microsoft Copilot from Zendesk (Support)
  • Get Zendesk support directly in Microsoft 365 apps with Copilot. Zendesk Agent for Microsoft Copilot brings AI-powered support directly into the Microsoft 365 apps your employees use most. With Zendesk Agent, employees can get help, submit requests, and manage tickets without leaving the apps they already work in.
• Shopify AI Agent by Adelante CX from AdelanteCX- Zendesk Apps For Enterprises (Support)
  • Solve >80% of your tickets with an agent that works exactly the way you want. Trained like a human rep on your policies and ticket history, fully integrated with Shopify and your stack. It updates orders, checks fulfillment, recommends products, contacts vendors, and resolves 80%+ of tickets automatically.
• Zaplay from Clever Development (Support)
  • Send and receive WhatsApp voice messages with AI transcription and summaries in Zendesk. Zaplay integrates WhatsApp Business with Zendesk to record, play, and transcribe voice messages with AI. It also creates conversation summaries, enables internal notes, and provides reports to boost productivity, speed, and quality.
• Grapevine from Gather Presence (Support)
  • One AI agent that searches across your docs, code, and communication. Enable Grapevine to proactively answer questions in Slack channels, saving even more time by surfacing ticket context when your team needs it. Ask follow-up questions, dig deeper with source citations, and get the information you actually need.
• Agent Co-writer from Swifteq Ltd (Support)(Paid)
  • AI copilot for writing replies, summaries, and translations. Agent Co-writer helps support teams write polished, consistent, and fast replies inside Zendesk. Agents can generate professional messages, instantly summarize long conversations, and translate content when needed without leaving the ticket view.
• Artera from ZENCLAB (Theme)
  • Artera is an elegant, customizable Zendesk theme that turns your Help Center into a branded experience. Designed with a modern layout, it includes a customizable homepage with hero sections, a "Things to Know" content showcase, and flexible footer and social integrations.
• Sunday from Grow Shine Services Private Limited (Theme)
  • Sunday is a Zendesk theme with Dark and Light modes. Users can switch between dark and light modes effortlessly. Built with Zendesk’s Templating API V4 and Generative answers (AI-search).

Products with no updates this week

• Copilot
• AI agents - Advanced
• Mobile
• Chat & messaging
• Voice
• Admin Center
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

This week's release notes include:

Mobile

Zendesk iOS SDK Release Notes v2.36.0
New:

• Zendesk internal analytics tracking: Monitors user interactions within the Messaging SDK, including SDK launches, taps, clicks, and other events. For more information, see Zendesk Analytics Tracking.
  Fixed:
• Resolved concurrency and critical race condition issues across multiple SDKs' data processing.
• Fixed composer UI on iOS 26.
  Changed:
• Design and usability enhancements.
• Accessibility improvements.

App Marketplace

New:

• Attachment Downloader from Support Zen (Support)
  • Instantly view, filter, and download all ticket attachments. Attachment Downloader automatically lists all files in the current Zendesk ticket so agents can preview, filter by type, and download items individually or as a single ZIP file directly from the ticket sidebar. It includes quick filters (Images, PDFs, Docs, Other), a one-click toggle to hide inline signature/logo images, and a clean UI that feels native to Zendesk.
• Quick View from ZenSuite (Support)
  • Access, favorite, and organize Zendesk views from anywhere, instantly. Favorite any view with a single click for easy access. Instantly open and switch between active and grouped views. Clean, modern design with loading indicators and empty-state messaging. Automatically detects and organizes grouped views.
• AI Thank You Autosolve from Knots (Support)
  • Auto-close thank you replies with AI: keep queues clean and reporting accurate. AI Thank You Autosolve from Knots spots when a ticket is reopened with nothing more than a thank you. Using advanced AI technology, it understands the context in every supported language and auto-solves tickets that no longer require action.
• Chatbase from Chatbase.co Inc (Support)
  • Customizable AI Chatbot & Copilot for Zendesk. Chatbase is a comprehensive platform designed to create and deploy AI-powered customer support agents effortlessly—no coding required. The platform allows you to train your chatbot using your own knowledge sources, such as documentation, FAQs, URLs, PDFs, or internal business data, enabling highly accurate and context-aware responses.
• Past Tickets AI by Macha from Macha AI (Support)
  • AI that learns from your past tickets - and helps solve new ones. Support teams solve the same problems repeatedly — but that valuable knowledge often stays buried in past tickets. Past Tickets AI by Macha automatically converts your solved Zendesk tickets into reusable knowledge documents so your agents can instantly find and reuse proven fixes for similar issues.
• AI Knowledge Base by Macha from Macha AI (Support)
  • Search your knowledge sources with AI from inside Zendesk. Works seamlessly with tickets, macros, and the agent workspace. Smart suggestions: AI recommends the most relevant help center or knowledge articles for each ticket. Multi-source sync: Combine Zendesk Help Center, macros, Shopify products, Notion pages, and more.
• AI Ticket Translations by Macha from Macha AI (Support)
  • One-click ticket translations across 120+ languages. Translations as internal notes: Customer messages appear translated the moment you open a ticket. One-click composer translations: Draft in your language, translate with a single click, and send. Complete admin control: Configure translation prompt, set default languages, define ignore-languages, and define how translated tickets are tagged.
• Ticket PDF Download by InoStudio from INO STUDIO (Support)
  • Ticket PDF Download lets agents export a clean, shareable PDF snapshot of any ticket directly from the ticket sidebar. The PDF can include ticket metadata, requester/assignee details, public comments, internal notes, and Side Conversations.

Zendesk Workforce Management (WFM)

New:

• The forecast scenarios EAP allows you to create and save multiple forecast versions for each workstream. You can test different algorithms and settings to determine the ideal scenario for your needs before activating a forecast for a workstream.

Products with no updates this week

• Support
• Copilot
• AI agents - Advanced
• Knowledge
• Chat & messaging
• Voice
• Admin Center
• Explore
• Zendesk QA

Original source Report a problem

See the What's New section for an overview of what was released last month.
This week's release notes include:

• Support
• Copilot
• AI agents - Advanced
• Knowledge
• Mobile
• App Marketplace
• Products with no updates this week

Support

New:

• IT asset management entered early access. IT asset management (ITAM) in Zendesk makes it possible for your internal service teams to track, monitor, and manage IT assets in the same platform they use to resolve tickets. That means faster resolutions, smarter lifecycle management, and no more asset blind spots. For more information, see the announcement.

Copilot

New:

• Enhancements to the Overview: Copilot page in Admin Center. We added 15 new recommendation types about stale and duplicate triggers, macros and automations, intent suggestions, and more. Additionally, you can now view past accepted or dismissed by recommendations. See the announcement.
• You can now create and organize your own custom intent categories and sub-categories in Intelligent Triage. See Personalizing intelligent triage by creating custom intents.

AI agents - Advanced

Fixed:

• Actions used by procedures now appear in the Actions table's Usage column
• Fixed a bug that always redirected the user to login page for signup and forget password flows on AI agents Advanced dashboard.

Knowledge

Update:

• The transition to the new article editor in Knowledge (formerly Guide) has entered Phase 2. The roll out started Nov 3 and will take 2 weeks. See Transitioning to the new article editor.

Mobile

Changed:

• Library Update: Replaced the org.json library with Kotlinx serialization to prevent version conflicts and improve SDK stability.

Fixed:

• Event Trigger Fix: Resolved an issue where the ConversationExtensionDisplayed event was sent even when the extension wasn’t actually displayed under poor network conditions.

App Marketplace

New:

• AI Translation by Tolto (Support)
  • AI Translation by Tolto empowers support teams to deliver fast, accurate, and personalized multilingual support directly inside Zendesk. With real-time translation in 120+ languages, your agents can seamlessly communicate with customers in their preferred language—without leaving the Zendesk workspace. By integrating Tolto’s AI Translation with Zendesk, you can instantly localize tickets, chats, and emails—ensuring every customer interaction is clear, on-brand, and friction-free.
• SPEARAgentic (Support)
  • SPEARAgentic.ai helps customer-service teams detect and stop fraud, disputes, and compliance breaches at the point of contact. Surface signals likely to become reputational or regulatory issues, detect social-engineering and escalating dispute topics in real time, act automatically via an in-flow overlay (WARNING / SHUTDOWN), and produce incident evidence mapped to GLBA, Red Flags Rule (§ 681), PCI DSS, GDPR, and CCPA. The app runs in the Agent Workspace sidebar for Support (ticket and user views) and presents a clear overlay and a recent-warnings panel when policy conditions are met.
• Pipedrive Connector by Faye (Support)
  • Pipedrive Connector by Faye gives you seamless AI-powered bi-directional sync of Zendesk and Pipedrive. Inside Pipedrive, sellers see Zendesk ticket histories with AI summaries, sentiment, and key highlights, which helps them prioritize outreach, prep for renewals, and spot expansion risk early. Inside Zendesk, agents see Pipedrive deals, contacts, and sales history right in the ticket, so every reply reflects current stage, value, and recent activity. Organizations and contacts stay synced in both systems, with configurable field mappings to reduce duplicate entry to zero and keep that data clean.
• IA OWI Agent Assistant (Support)
  • IA OWI Agent Assistant helps you write accurate answers directly from your Zendesk interface, leveraging only your knowledge bases and internal systems. Assisted writing gives you tailored responses based on your own data. AI remains bounded by your own data sources, without hallucinations. Easily insert responses directly into your ticket replies.
• Reviewflowz (Support)
  • Reviewflowz pulls and aggregates reviews from every review platform on the market, and allows you to reply directly with AI suggestions. Automatically create tickets whenever you receive a new review, keeping your entire team informed in real-time. Filter reviews by platform, rating, or sentiment to route tickets exactly where they need to go. Leverage AI review tagging to categorize incoming reviews before they reach Zendesk, and use AI reply suggestions to craft professional responses faster.
• ZenBriefr (Support)
  • ZenBriefr is an AI-powered productivity tool that transforms Zendesk tickets into actionable insights, helping support teams work more efficiently while maintaining quality customer experiences. ZenBriefr analyzes your Zendesk tickets and provides things like intelligent AI summaries, smart OCR processing, complete context analysis, reply assistance, and instant file viewing.
• Pluno Answer Copilot (Support)
  • Pluno Answer Copilot helps support agents respond faster and confidently by generating context-aware replies to tickets inside Zendesk. No more digging through your knowledge base or writing answers from scratch. With one click, agents get a suggested reply with reasoning and references, ready to send. And when needed, chat with the copilot to surface the right info on demand.
• Chargeflow (Support)
  • Chargeflow helps you use Zendesk tickets as evidence in automated chargeback responses. Chargeflow ingests tickets and attachments from Zendesk to build reason-code aligned evidence and improve win rate. Chargeflow securely reads Zendesk tickets, normalizes content, and associates it with orders and payments. When a dispute or inquiry opens, Chargeflow compiles relevant ticket history and files into compelling evidence that drives win rates.
• Audio Recorder by inFocusCX (Support)
  • Audio Recorder by inFocusCX lets you record and send audio directly from the Zendesk Support interface to your customers via WhatsApp with just a few clicks. Ideal for bringing clarity to important messages and personalizing your interactions with customers in real time, Audio Recorder is fast, easy to use, and fully integrated into the Zendesk Support interface.
• Docusign Maestro by This Dot Labs (Support)
  • Docusign Maestro by This Dot Labs helps you connect the incredible power of Docusign's Intelligent Agreement Management platform directly to Zendesk, including the workflow automation tool Maestro. Built as an extension app for Docusign Maestro, this app adds powerful workflow steps that let you automate ticket creation, updates, and agreement archiving. Automatically create tickets when new agreement or signature requests are initiated, update ticket statuses in real time as agreements move through different stages, search and filter tickets using custom and flexible criteria and easily attach signed documents directly to Zendesk tickets.
• Prestashop by Algo Factory (Support)
  • Prestashop by Algo Factory allows you to centralize all your customer requests by displaying essential PrestaShop information directly within Zendesk. Tickets created in your store are automatically synchronized with Zendesk, along with customer information (name, email, phone) and order details (products, total, status). This gives your team a complete view of the customer context and enables faster, more personalized responses.
• Ordemio AI Agent for Support (Support)
  • Ordemio AI Agent for Support is an AI-driven support agent that seamlessly integrates with Zendesk to help customer service teams deliver faster, smarter support. It works alongside your human agents to instantly handle common queries using your existing knowledge base and FAQs, deflecting up to 80% of repetitive tickets​. Auto-reply to customers across all channels (such as email, contact forms), suggest draft replies as internal notes to assist human agents, engage in multi-turn conversations to resolve complex issues, seamlessly hand off to human agents when needed, and even match your brand tone using customizable reply instructions.

Products with no updates this week

• Chat & messaging
• Voice
• Admin Center
• Explore
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

This week's release notes include:

• Support
• Admin Center
• Copilot
• App Marketplace
• Products with no updates this week

Support

New

• General availability of the action builder and action flows to automate integrated workflows across Zendesk and other systems. The action builder is a new, no-code, visual workflow tool that makes it easy to automate processes across multiple systems. See the announcement for more information.

Admin Center

New

• The email containing the passcode used for two-step verification now only references the brand name of the account, where before it used the word "Zendesk".

Copilot

New

• Agents and admins can now provide direct feedback on each auto assist suggestion via the “Leave feedback” feature in Copilot auto assist composer. See the announcement for more information.

App Marketplace

New

• Traceless (Support)
  • Traceless is a communication security platform that protects your team from hackers. The integration is purpose-built for Zendesk teams, providing modern, easy-to-use tools to protect sensitive customer communications. Instead of relying only on email addresses or ticket metadata to confirm identities, Traceless layers in biometric multi-factor authentication (MFA) and expiring, one-time links that work seamlessly inside Zendesk workflows. Support agents can send a secure verification prompt that asks the customer to authenticate using their face, fingerprint, or SMS code before sharing sensitive details or making account changes. This ensures the person on the other end is truly the account holder, reducing fraud and social engineering risks.
• Asset Panda Pro (Support)
  • Asset Panda Pro helps you gain full visibility into your asset inventory and ticketing. Enable your support agents to find the correct asset information and attach it to a ticket for seamless resolution. Plus, sync your Zendesk ticket data into Asset Panda with information like dates, times, and attachments.
• Clockify Time Tracking (Support, paid)
  • Clockify Time Tracking allows you to track time on Clockify directly from a ticket in Zendesk Support, without having to switch contexts. Start, stop, and save timers to Clockify. Dropdowns for projects, tasks and tags are searchable. Descriptions are pre-populated with ticket summaries. Start a time on tickets, or manually enter your stop and start times.
• HEIC Preview by Kundelab (Support)
  • HEIC Preview by Kundelab lets Zendesk agents view and convert HEIC images (commonly used by Apple iPhones) directly within the ticket sidebar—no external tools or downloads needed. It automatically detects HEIC attachments, converts them to JPEG format, and provides a one-click download option. Agents can also manually toggle previews to save processing power.
• AI Tagging and Field Filling (Support)
  • AI Tagging and Field Filling helps you fill every ticket field accurately, instantly, and under admin controls. This app learns from your past tickets and your instructions using latest AI models. Specify which fields auto-fill and control behavior with custom instructions for each field.

Note

• There is also a heading under App Marketplace for "New" items; the list above reflects the formatted, nested structure with proper bulleting.

Products with no updates this week

• Chat & messaging
• Voice
• AI Agents Advanced
• Knowledge
• Mobile
• Explore
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

Click Follow in the What's New section to be notified each month when the What's New is published.
Check out what's new in the last month:

• Support
• Analytics
• Knowledge
• AI agents
• Security
• Integrations
• Zendesk Suite
• Voice
• Quality assurance
• Workforce management
• New and notable content

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Zendesk generates ticket events when ticket CCs are modified during a user merge. This change provides greater visibility into user merge-related activity. See Viewing all events for ticket updates.
• The Advanced Data Privacy and Protection add-on can now detect personally identifiable information (PII) in 20 additional languages. See Zendesk language support by product.
• The ticket summarization feature has been enhanced to have an expanded word limit and capture more context. Additionally, you can now configure this feature to capture a ticket's internal comments. See Turning on AI-generated ticket summaries.
• You can now reuse your existing custom ticket fields with entity detection, a part of intelligent triage. This means that you can capture and extract key details from tickets without creating new fields or rebuilding workflows. See Detecting unique information in tickets with entities.
• The auto assist experience has been improved to help agents manage suggested replies. When an agent is editing an auto assist suggestion and a new suggestion is available, the agent is notified and can review and approve the updated suggestion. See Using auto assist to solve tickets.
• The writing tools menu is available for both shared and personal macros when the enhance writing generative AI feature is turned on. Writing tools leverage generative AI to help you write and edit macros. See Enhancing macro content using generative AI.
• Agents and admins can now provide direct feedback on each auto assist suggestion by using the “Leave feedback” feature in the auto assist composer. See Using auto assist to solve tickets.

Analytics

• Real-time monitoring is a new space within Zendesk Analytics that combines data across various channels to help customers make faster, smarter decisions. As part of this release, there are three real-time dashboards, built around key use cases, that aim to provide supervisors with more granular visibility over their contact center's performance. See About real-time monitoring dashboards.
• Quick reports harness the power of AI to empower you to write simple prompts that generate the reports you need in seconds. For example, if you want to know which of your agents created the most tickets last week, ask the question, “In the past week, which group solved the most tickets?” Quick reports immediately generates the report for you. See Creating AI-powered quick reports.
• The Zendesk Messaging prebuilt dashboard has been updated with new metrics and reports to better evaluate how your team is handling messaging tickets. See Analyzing your messaging tickets.

Knowledge

• The web crawler setup process has been simplified. You can now configure a web crawler with the Federated Search API without adding a verification tag in the element of your home page. To configure the crawler, enter the URL and accept the disclaimer to confirm your right to access the specified domain. See Setting up federated search in your help center using a search crawler or the API.
• The knowledge connector to Confluence is now available. Connect to Confluence sites and spaces to ingest the external content and make it discoverable in the Agent Workspace search, help center search, and generative search. See Connecting Confluence to your Zendesk account as an external knowledge source.

AI agents

• Confluence is available as a knowledge source for advanced AI agents. Admins can use this feature to leverage your existing information in Confluence sites and spaces to power generative answers in advanced AI agents. See Importing a Confluence site or space.

Security

• A security dashboard is now available to help you assess and enhance your account's security posture. The dashboard provides context about potential risks and offers clear recommendations for best practices. See Analyzing and improving the security posture of your Zendesk account.

Integrations

• A new version of the Jira integration for Zendesk Support is available for all Jira Cloud accounts that are not already connected to Zendesk. This integration brings a new level of flexibility, performance, user experience, and collaboration for Zendesk and Jira users. See Connecting your Jira instance to Zendesk. Information will be available soon for customers who have already installed and configured the legacy integration, including details on migrating to the new integration.

Custom data and logic

• Attachments are now supported for custom object records. With attachments, you can store more types of custom data, such as receipts or contracts, directly in your custom object record. Keeping the custom data and supporting documentation together streamlines the agent workflows. See Adding custom object records to capture custom data.
• The action builder and action flows are now generally available. The action builder is Zendesk's new, no-code, visual workflow tool that makes it easy to automate processes across multiple systems. Non-technical admins can create custom action flows, integrations, and automations for human and AI agents using the library of prebuilt connectors and actions. See Understanding the action builder and action flows.
• Custom objects now support relationships to help center articles. Admins can now create lookup relationship fields that surface an article related to the custom object record. See Using lookup relationship fields.

Zendesk Suite

• A simple setup wizard for AI agents is available to help Zendesk Suite trial customers learn how AI agents work. The wizard provides admins with the opportunity to create and customize a sample AI agent that can automatically resolve customer questions. See Add AI agents to automatically resolve questions.

Voice

• Real-time AI suggestions for voice calls gives your call center agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your help center, including any support articles, policies, troubleshooting guides, and internal FAQs you might have. See Using real-time AI suggestions for voice calls.

Quality assurance

• Migration of Zendesk QA Surveys dashboard to a new platform. Zendesk QA Surveys dashboard has been moved to a new platform offering a more modern look and format. See Accessing and viewing the Surveys dashboard.

Workforce management

• Zendesk Workforce Management (WFM) bulk team management. Admins can now add and remove users from multiple teams at once. See Adding and removing users from multiple teams in bulk in Zendesk WFM.
• Zendesk WFM bulk user management for workstreams. Admins can now add and remove users from multiple workstreams at once. See Adding and removing users from multiple workstreams in bulk in Zendesk WFM.
• Move of the Google Calendar integration for WFM to Admin Center. Activating and deactivating the Google Calendar for Zendesk WFM integration has moved from the Integrations section of Zendesk WFM into Admin Center. See Activating and deactivating the Google Calendar for Zendesk WFM integration.
• Zendesk WFM performance boards are now available. Performance boards allow you to create sets of reporting metrics, define goals, and share them with your teams. If you'd like to foster some friendly competition, there’s also an option to turn on leaderboards for your performance boards. See Understanding WFM performance and leaderboards.
• Automatic shifts in WFM now include an option to define a rotation period. Defining a number of days or weeks for a rotation period will make the scheduling algorithm rotate users between different starting times, both flexible and specific. See Rotating automatic shifts.

New and notable content

• App Builder enables admins to create custom support apps without requiring coding skills. Follow the best practices and examples in these articles to define effective prompts for creating apps using App Builder. See Prompting guidelines and examples for App Builder and Using App Builder.

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This week's release notes

This week's release notes include:

• Admin Center
• Chat and messaging
• Voice
• Zendesk Workforce Management (WFM)
• App Marketplace
• Products with no updates this week

Admin Center

New:

• A new security posture dashboard was introduced that brings together many important account settings that can impact the overall security of your Zendesk instance. Admins can use the dashboard to review and manage a broad range of critical settings. See the announcement.
• The look of the team member and end user sign-in experiences was refreshed. See the announcement.

Chat and messaging

New:

• Starting October 27, 2025, all, new Zendesk customers will be unable to opt out of Messaging. Opt-outs will continue to be accommodated, but only by contacting Zendesk directly.

Voice

New:

• Voice now fully integrates with department spaces, which allows customers to control ticket access by brand. Previously, when making outbound calls, agents would view all the outbound-enabled lines, including those linked to brands they weren't assigned to. If an agent accidentally selected a line for a brand they lacked permission to use, the call would go through, and no ticket would be created. Now, agents can only see the lines associated with brands for which they have permission.

App Marketplace

New:

• Bulk CC & Followers Remover (Support)
  • Bulk CC & Followers Remover gives admins and agents a safe, efficient way to clean up tickets at scale. Search by email or domain across tickets and show ticket context like subject, requester, organization, assignee, and last update. Bulk remove CCs and followers in safe batches with progress tracking. Allows you to undo and instantly restore the last removal if needed.
• Fields Manager (Support, paid)
  • Fields Manager lets you define simple rules to manage your agent ticket forms and fields. Reduce confusion and enforce business-specific behaviors in your tickets. You can define complex conditions using "AND" and "OR" logical aggregators. Duplicating and moving conditions in AND/OR blocks is made very simple thanks to drag-and-drop.
• Sunday (Support)
  • Sunday lets you trigger beautifully branded customer gifts directly from Zendesk, turning everyday support tickets into powerful loyalty moments. Whether you’re resolving a complaint, celebrating a 5-star CSAT, or winning back a frustrated customer, Sunday helps you create an emotional, on-brand experience with zero operational hassle. Automatically send gifts from your Zendesk interface and scale amongst agents. Surprise customers with your premium merchandise, fully personalized to your brand. Track redemptions, feedback, and gifting impact on CSAT and retention.
• Kanban (Support, paid)
  • Kanban transforms your Zendesk tickets into clear, visual boards that help teams stay organized and focused. Build unlimited Kanban boards and define your workflow using any Zendesk dropdown field — turning complex queues into a drag-and-drop experience that keeps everyone aligned. Having Kanban available in the Zendesk top bar means you can update cards and tickets simultaneously. Move cards between columns to instantly update the linked dropdown field, keeping your data accurate and your workflows flowing.
• Broadcast (Support, paid)
  • Broadcast lets you send messages or alerts directly to Zendesk agents right inside Zendesk. Whether you need to announce urgent updates, share important reminders, policy changes, or alert agents about system outages, Broadcast ensures the right people get the message, at the right time. Track message engagement in real time to know who’s up to date and who still needs to see your announcement.
• Power Actions (Support, paid)
  • Power Actions extends Zendesk, letting you perform actions that triggers and automations can not do natively. From setting the “From” email address and adding CCs to updating lookup fields, Power Actions gives you flexibility to build more powerful workflows. Manually apply sets of actions to tickets from the apps panel, similar to how you would apply Zendesk macros. Or, build them into your workflows to run automatically at exactly the right moment.

Products with no updates this week

• Support
• Copilot
• AI Agents Advanced
• Knowledge
• Mobile
• Explore
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

This week's release notes include:

• Support
• Voice
• Zendesk Workforce Management (WFM)
• App Marketplace
• Products with no updates this week

Support

New:

• Connect your custom objects to your knowledge base with new lookup relationships to Guide articles.

Voice

Fixed:

• Fixed an issue that prevented agent-to-agent SIP calls transfers from completing for accounts that have no phone numbers.
• Fixed an issue where some calls stayed in wrap-up past the configured time.

Zendesk Workforce Management (WFM)

New:

• Bulk actions for assigning and unassigning users to or from WFM workstreams.

App Marketplace

New:

• Multi Tickets Link (Support, paid)
  • Multi Tickets Link helps you create multiple child and grandchild tickets for a single parent ticket. The ticket ID, title, and status information will be linked.
• Disable Form Change (Support)
  • Disable Form Change helps Zendesk admins control access to the ticket form selector inside the Agent Workspace. It prevents unauthorized or accidental changes to the ticket form, ensuring that only the right users can modify ticket structure. Restrict form editing for selected groups, roles, or user tags, allow specific agents to edit forms using an allowlist tag override, and show a minimal in-app indicator so agents know when form locking is active.
• HTML Embedder (Support)
  • HTML Embedder allows Zendesk agents to display configured HTML content securely within the Zendesk interface, reducing context switching and improving workflow efficiency. From the app, edit the content you want displayed in the app using HTML, save, and it will show up for all your agents that the app is activated for.
• Zoom Phone By Sandeza (Support)
  • Zoom Phone by Sandeza brings seamless integration of Zoom Phone inside Zendesk. It allows support agents to handle calls, view customer data, and manage tickets without leaving Zendesk. This integration ensures a unified workspace where every call and ticket is connected for a complete customer view.
• What’s On! (Support, paid)
  • What's On! is a lightweight internal bulletin board that helps your Zendesk Support team stay up to date with the latest issues, promotions, and operational announcements — without ever leaving the ticket view. The app automatically displays selected help center articles labeled 'whats_on', grouping them into dynamic categories.

Products with no updates this week

• Copilot
• AI Agents Advanced
• Admin Center
• Knowledge
• Messaging and live chat
• Mobile
• Explore
• Zendesk QA

Original source Report a problem